May 6, 2009Poison Phrase of the Week ~ Under new management
Randy was surprised to be charged shipping on his large order. In the past, orders over $100 came with free shipping. There was no mention of the charge when he placed his order. When he asked about it, the explanation was that the company was,
- Under new management.
Yeah, he thought. Under bad new management.
Customers need to be informed of changes. When those changes cause glitches, instead of hiding behind management excuses, companies need to honor reasonable customer expectations.
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